Here's what happened -- I go there multiple times a week, so I am very much used to their checkout process, as anyone who frequents certain establishments would be. Their associates always ask you, "Do you need a receipt?" which I love, because to me it's a crazy waste of paper. I always say no.
Well, today I was in a little bit of a rush as it was 12:30 p.m. and I had a 1 p.m. meeting. And apparently the associate had asked me if I wanted a bag and/or a receipt. I had never before been asked if I wanted a bag, and because I was in a preoccupied state, I didn't really hear that part and just said no as I usually do.
But when I noticed she was getting ready to take the next customer, I said, "I'd love a bag actually." To which she responded, in a tone, "That was what I just asked you, if you wanted a bag or a receipt." Then she proceeded to roll her eyes at me, right to my face.
I casually laughed it off and apologized, saying that I was saying no to the receipt, but that I didn't hear her ask me about the bag. I left the store feeling insulted, cut down and stupid.
I know I'm a little bit oversensitive, and that the average New Yorker might have told her what she could do with her bag and her receipt ... but that's just so not my style. My parents brought me up to be friendly and have good manners at all times. And to treat people the way I want to be treated. So, needless to say, eye rolling is not in my repertoire.
Regardless of the fact that I didn't hear her, or how sensitive I am, this woman was completely wrong. When you have a uniform on and you're representing a brand, you need to be very conscious of how you behave, speak and carry yourself with customers. There's no excuse for an eye roll to a customer's face.
So the question becomes this: as consumers, do we just take it when store associates, customer service associates, waitstaff -- whatever -- are nasty to us? Should we respond? Ask for the manager?Write a strongly worded letter to corporate?
All I did was stalk back to my office to sit here and stew, while I wolfed down my $8 sandwich in silence and prepped for my meeting. But, I really felt like I needed to share my story here.
Have you ever been the victim of bad or rude customer service? Tell me about what happened and how you dealt with it.
I can't wait to hear from all of you!
Editor's Note: This post is part of a series I have in the works, all designed to share my personal story around the role technology and social media play in our lives as part of the IBM Smarter Commerce campaign. So, when you see posts about the project (they'll all be tagged #MySmarterCommerce), please do jump right into the conversation in the comments and share your opinions! IBM will be following along in real time over the next 30 days, featuring the best contributions by you and me, and the best comments will win $50 gift cards from IBM just for joining the conversation.
PS - In the interest of full disclosure and just plain old honesty, I have been invited by IBM to share my honest thoughts and experiences around Smarter Commerce, and as part of this collaboration, IBM may provide me with product, access, content or other forms of remuneration. All opinions are expressly my own. #spon